Personas as the silver bullet to guarantee empathy?
“Content strategy isn’t really a discipline but a defined approach to handling an organization’s content consistently across departments and channels. It can only be effective if it becomes ubiquitous to the processes and procedures that already exist within business – communications, public relations, customer service, marketing, graphic design, IT, etc. While the defined strategy may be about content, the tactics by which we achieve our content goals are really about people. Who are we publishing content for? How will they interact with the content we present? How do they define relevancy? What is meaningful and engaging to them? Borrowing a tool that user experience and interaction designers have used for years, personas are a powerful way to not only create and implement a sound content strategy, but to facilitate its adoption by everyone in the organization.”